Digital customer experience strategy
Designing an experience roadmap for the digital customer
People are online 24/7 and expect issues to be addressed immediately.
Modern customers take to social media as soon as they’re unhappy.
68% of customers stop buying a brand because of poor service.
Existing customers are often forgotten. 40% will buy more with personalized offers.
To meet growth goals, it’s imperative to be present and relevant where your customers are. We create strategies to deliver targeted experiences online, where your customers reside. Omnichannel solutions drive growth.
At HGS, we design digital roadmaps based on challenges, requirements, and industry best practices to future-proof your business.
We provide omnichannel strategies across websites, apps, chatbots, contact centers, and CMS platforms to provide a great CX.
Persona identification and customer journey mapping factors what customers are thinking, feeling, and doing at each stage.
A platform-agnostic approach enables smooth transformation and solves specific business problems.
A future-forward DCX stems from our domain expertise, clear priorities, flawless execution, and change management.
Taking the time to understand customer needs and map their journeys reveals pain points.
A good DCX strategy identifies personas across the stages of a customer lifecycle and provides exemplary service at all of them.
Personalization helps in customer engagement, retention, and loyalty.
An onsite discovery workshop can help you:
This workshop will help identify the different personas for your business services and map your customer journey to serve them better.
This workshop focuses on defining requirements and selecting the right content management system for omnichannel publishing.